Different patient groups request different emergency care - a survey in a Swedish emergency department.
OBJECTIVE
This study investigates possible differences in the perception of quality of care at an emergency department, as related to patient background and visit characteristics.


METHODS
The study uses a prospective, descriptive survey design with data collected in May 2002 from the emergency department of a Swedish university hospital. It included 200 patients with an average age of 51 yr (range 18-91 yr). The research-based Quality from the Patient's Perspective (QPP) questionnaire, emergency department version, was used for data collection.


RESULTS
Several factors, for example, information after procedures, respect and empathy, nutrition, general atmosphere and routines, were rated significantly lower by patients with gastrointestinal symptoms, general surgery patients and patients admitted to a hospital ward, than by patients with other background or visit characteristics.


CONCLUSIONS
There are differences in the perception of quality of care related to patient background and visit characteristics at the emergency department. Clinical guidelines for different patient groups could facilitate the quality improvement work. However, to improve the quality of care at the emergency department there should be a balance between standardized care and individualized patient care. In addition, there has to be a changed attitude and behaviour towards the ED patients to improve their perception of the emergency care.
Muntlin
Asa M-Y
AM
Department of Public Health and Caring Sciences, Uppsala University, Sweden. asa.muntlin@pubcare.uu.se
Gunningberg
Lena A-C
LA
Carlsson
Marianne A
MA
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D004636:Emergency Service, Hospital / Q000592:standards*; D005260:Female; D006785:Hospitals, University; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011446:Prospective Studies; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D013548:Sweden